loss of email service

[ronjo94]

I have used "windows live mail"on my various win 7 machines for many many years but have not had this problem before. I can receive emails but cannot send or forward mail. When trying  to do this I get a "server is rejecting               the sender email address" message. I have 3 win 7 machines about my household and this applies to all of them.

I have contacted VM but they are not interested, they just keep saying that it is not their fault. Surely it is their server that is at  fault? All they want to do is try to sell me unwanted channels or increase broad band speed. Can anyone help please

[goslow]

I am not sure why you would be using POP3 across multiple machines and it may be necessary to make further changes to the VM side of things (such as the password, depending on what you might have changed there already and what changes VM are enforcing behind the scenes) but ...

Let's just try to get the updated settings into WLM first of all

Here are some images for WLM (which I hope match the version you are using)

https://www.johnlewisbroadband.com/support/email/check-settings/windows-live-mail-settings.html

There are 7 pictures on this screen. You need to apply the VM settings to the relevant boxes on the screen. Try doing this on one account on one PC only.

Pic 1 - For the account you are going to work on, choose 'Properties'

Pic 2 - Via 'Properties' for the chosen account you should see the 5 tabs shown in Pic 2

Pic 3 - Name: <your name as you want recipients to see it displayed when you email them e.g. Michael Smith, Mick Smith, M Smith etc.>
E-mail address: <the email address of the account in question i.e. <youremail>@blueyonder.co.uk>

TICK Include this account when receiving mail or synchronising

Pic 4 - My incoming server is a POP3 server
Incoming mail (POP3) : pop3.virginmedia.com
Outgoing mail (SMTP): smtp.virginmedia.com
E-mail username: <youremail>@ blueyonder.co.uk
Password: <your virginmedia password>
TICK Remember password
SELECT Log on using clear text authentication
Outgoing Mail Server TICK My server requires authentication

Pic 5 - Leave as shown

Pic 6 - Leave as shown

Pic 7 - Outgoing mail (SMTP): 465
TICK This server requires a secure connection (SSL)

Incoming mail (POP3) 995
TICK This server requires a secure connection (SSL)

[ronjo94]

Hi Goslow. Many thanks for your latest suggestions. Unfortunately  am having to hold up on trying to sort my problematic email set up. I am very grateful for your offerings which have obviously taken a lot of your time and effort. I will get back to you when I've had time to go through it to let you know what transpires. Thanks again

[ronjo94]

Hi Goslow. Had another try using the latest details that you sent but. alas it's still a no go. When trying to send the mail it is shown as having been sent as I had before but on a couple of tries I also get the following message" 

"The server that you are connected to is using a security certificate that cannot be verified. continue  Yes or no"

Hitting yes allows the mail to go into the sent folder but like all the others the mail disappears into the ether never to be seen again?

In answer to your query why I use pop3 it simply is that 24 years ago when I signed up with Virgin that was what I was given?  and as time has gone by the family have adopted the same.  Do you  think that I should change over to emap if so how would I go about this please.

[ronjo94]

Hi Goslow. Had another try using the latest details that you sent but. alas it's still a no go. When trying to send the mail it is shown as having been sent as I had before but on a couple of tries I also get the following message" 

"The server that you are connected to is using a security certificate that cannot be verified. continue  Yes or no"

Hitting yes allows the mail to go into the sent folder but like all the others the mail disappears into the ether never to be seen again?

In answer to your query why I use pop3 it simply is that 24 years ago when I signed up with Virgin that was what I was given?  and as time has gone by the family have adopted the same.  Do you  think that I should change over to emap if so how would I go about this please.

[goslow]

I am running out of ideas to try to get this working for you ronjo94, unfortunately.

The error message suggests that some of the server settings might still not be correct.

Assuming that you are trying this on just one PC and you have 3 email accounts in WLM on that PC ...

Temporarily stop the 2 email accounts that you are ignoring for the moment on that PC from sending/receiving. You can do this (for each of the 2 accounts in turn) by

UNTICKING the option 'Include this account when receiving mail or synchronising' as shown in the third image below (you can turn them back on later on)

https://www.johnlewisbroadband.com/support/email/check-settings/windows-live-mail-settings.html

That will mean that only one of your accounts is sending/receiving when you click the send/receive button.

For that one remaining account go through the settings again and check all the details as per my earlier post here

https://community.virginmedia.com/t5/Email/loss-of-email-service/m-p/5542478#M278025

and make sure all of the settings are correct

When you compose a test email to send, make sure you are composing/sending from the one account which is running (not either of the two which is temporarily switched off)

See if you can send/receive a test message using the one account where you have double checked all the settings are correct.

Once you have tried this you would need to reinstate the tick on the two accounts you temporarily stopped.

[goslow · Accepted solution]

See if these images help you. I have called an imaginary account Ntlworld in Window Live Mail. Follow through to check settings with whatever you have named your account

If I right click on the account name and choose 'Properties'

 I bring up this window below. On the 'General' tab fill in your own details for 'Name' and 'Email address'

On the 'Servers' tab below fill in your own 'Email username' and 'Password' and match the other settings

 Click the 'Settings' button above and you should see

 Choose 'OK'

The 'Security' tab should be left as-is

 In the 'Advanced' tab the settings should look like this

[用心棒]

---

@ronjo94 wrote:

⋮
"The server that you are connected to is using a security certificate that cannot be verified. continue  Yes or no"

Hitting yes allows the mail to go into the sent folder but like all the others the mail disappears into the ether never to be seen again?
⋮

---

It would be helpful to see the certificate involved here. When you next see this message select option to view it an thend post a screenshot of it here.

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[ronjo94]

Hi. After fruitless hours with trying all the ideas that you have sent, I have decided to give up with this and possibly with VM as well if they cannot come up with an answer. My contract with VM ends in September and until then I have linked up with Google mail for sending purposes, I can still receive mail from VM. Anyway many thanks for all the time and effort that you have put in,

Ron

The certificate message will not help you as it does specify a particular certificate

[goslow]

Sorry to hear the required settings still didn't work for you ronjo94. @用心棒 may have further suggestions on the certificate issue.

Aside from the many things that can break with VM email, the fact that your operating system and email program are both long out of date, and end of life, may further be muddying the waters.

Windows 7 support ended 14/1/2020 and Windows Essentials 2012 (which was the last version with Live Mail) ended 10/1/17

To get the last lot of screenshots I posted, I installed WLM onto a PC and it was a convoluted process to get hold of the program and install the other obsolete components to make it work. It is not impossible that some issues you are experiencing may be connected to the age of the software.

You could always use VM webmail in the interim or try installing a different email client.

You would probably best direct your future efforts towards migrating any contacts and services that are still associated with your VM email addresses over to your new Gmail account. That might be a more productive use of your time and will eventually rid you of VM email altogether.

[用心棒]

---

@ronjo94 wrote:

⋮
The certificate message will not help you as it does specify a particular certificate

---

This message is puzzling as the same root certificate would be used when validating imap.virginmedia.com, pop3.virginmedia.com or smtp.virginmedia.com. If the issue persist consider trying the following command in a Command Prompt window:

curl -v smtps://smtp.virginmedia.com

If the command is successful its output will end:

⋮
> HELP
< 214-2.0.0 This is csmtp5-prd-nl1-vmo.edge.unified.services ESMTP service help
214-2.0.0 This is csmtp5-prd-nl1-vmo.edge.unified.services ESMTP service help
< 214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
< 214-2.0.0 For local information send email to Postmaster at your site.
214-2.0.0 For local information send email to Postmaster at your site.
< 214 2.0.0 end of HELP info
214 2.0.0 end of HELP info

NB curl is not available on Windows 7 by default, either download from curl for Windows or use a Windows 10 or 11 device

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